HMP Wandsworth Phone Calls

If someone you care about has recently arrived at HMP Wandsworth, one of the first things you'll want to understand is how phone calls work how to get on their contact list, when they can call, what it costs, and why the credit runs out so fast. This guide covers all of it, including the one change that can cut the cost of every call by more than half.

About HMP Wandsworth

HMP Wandsworth is a Category B men's local prison in South West London, operated by His Majesty's Prison and Probation Service (HMPPS). Built in 1851 as the Surrey House of Correction, it is one of the largest prisons in the UK, with a capacity of over 1,600 places. Because it serves the London courts, it holds a high proportion of remand prisoners men awaiting trial or sentencing alongside those serving sentences. This means the population is constantly changing, and the first few weeks for any new arrival can be particularly unsettled while admin processes catch up.

The prison is split across two main units: Heathfield, a Category B unit with five residential wings (A to E), and Trinity, a Category C resettlement unit with wings G, H, and K. Daily routines, association times, and phone access can vary between wings, which is worth bearing in mind when you're trying to establish regular contact.

How Phone Calls Work at HMP Wandsworth

Prisoners at HMP Wandsworth use an in-cell PIN phone system. This means there is a handset in each cell rather than shared communal phones in corridors — a significant upgrade from older prison setups that required queuing. Before making any call, a prisoner enters their personal PIN, which links the call to their individual phone account. The system then checks whether the number they are dialling is on their pre-approved contact list before connecting.

The in-cell system gives more flexibility than communal phones, as calls can be made during locked-up periods as well as association time. In practice, calls are generally available between around 7:30am and 8:00pm, though specific windows can vary by wing and regime level. Your loved one will know the exact timings on their particular wing and can let you know in a letter or on an early call what to expect.

One important thing to understand from the start: you cannot call a prisoner. There is no mechanism to dial through to a cell or wing. All calls are outgoing only — your loved one calls you, using credit from their phone account. All calls, except those to legal representatives, are recorded and may be monitored by staff.

How to Get Added to the PIN List at HMP Wandsworth

Before your loved one can call you, your number needs to be approved and added to their PIN contact list. At HMP Wandsworth this is done through the in-cell kiosk system. Your loved one submits a request to add your number, which is then reviewed by prison staff as part of a security check. The process typically takes a few days from submission though in busy periods at a large prison like Wandsworth, it can take longer, particularly in the first couple of weeks after arrival when admin is backed up.

Each prisoner can have up to 20 numbers on their personal PIN list. Legal contacts are held separately on a different account and are not part of the 20-number allowance. If you need to change the number you want them to call for example, if you switch mobile providers your loved one will need to go through the submission process again for the new number.

Phone Call Costs at HMP Wandsworth in 2026

The cost of calls is charged to the prisoner's phone account, not to you. Prisoners fund their account from their private cash or earnings from prison work typically between £5 and £22 per week. The rates at HMP Wandsworth follow the national HMPPS tariff, which was reduced by 20% in April 2025 and is fixed until May 2027.

HMPPS defines "weekday" as midnight Sunday through to midday Friday, and "weekend" as midday Friday through to midnight Sunday. There is a minimum charge of 10p per call regardless of length.

To put those figures in context: a 20-minute weekday call to a mobile costs £1.10 from a prisoner's phone credit. Over a month with daily calls of that length, that's over £33 a significant portion of a typical prison wage. That's why so many families find phone credit runs out far faster than expected, and why reducing the per-minute rate makes such a practical difference.

Why Calls From HMP Wandsworth Are So Expensive And How to Fix It

The reason calls to mobiles cost more than twice as much as calls to landlines comes down to the national HMPPS contract. The prison phone system charges different rates depending on the type of number being called, and mobile numbers are in the more expensive tier. Most people in the UK no longer have a traditional landline at home, which means most prisoners end up paying the higher mobile rate by default, burning through their weekly credit quickly and limiting how often they can call.

The fix is straightforward. A virtual landline service gives you a standard UK local number such as an 020 London area code that forwards all calls directly to your mobile. Your loved one adds that number to their PIN list instead of your mobile. When they call it, the prison phone system charges them the cheaper landline rate. You answer on your mobile exactly as normal. No app, no special equipment, nothing changes on your end except the number your loved one dials.

For a family where a loved one calls daily, that saving compounds quickly. Over a typical month with 20-minute daily calls, switching to a virtual landline saves roughly £18 in phone credit which translates directly to longer calls and less stress about the credit running out mid-conversation.

Prison Call provides this service from £19.99 per month. There is no setup fee, the number is issued the same day you sign up, and it works at HMP Wandsworth and every other UK prison. Your loved one simply adds the number to their PIN list the same way they would add any other contact.

How to Top Up Phone Credit at HMP Wandsworth

Prisoners buy their phone credit from the prison canteen system, usually via a weekly canteen sheet or the in-cell kiosk. They allocate funds from their private cash balance money that family and friends have sent in via the official government service at gov.uk/send-money-to-prisoner. The maximum a prisoner can hold in their private cash account varies but is typically capped at around £25 per week spendable.

If your loved one's credit is running out too quickly, the most effective solution is not simply sending more money it's reducing the per-minute rate so that the same credit goes further. A virtual landline number means a 20-minute call at HMP Wandsworth costs 49.6p instead of £1.10, giving your loved one more than twice as many minutes from the same amount of credit.

Other Ways to Stay in Touch With Someone at HMP Wandsworth

Phone calls are the most immediate form of contact, but they aren't the only option particularly while the PIN list is still being processed in the first week or two.Letters can be sent at any time to HMP Wandsworth PO Box 757, Heathfield Road, London SW18 3HS. Include the prisoner's full name and prisoner number on the envelope. All post except clearly marked legal mail is opened and checked by officers before delivery.

The Email a Prisoner service (emailaprisoner.com) allows you to send messages that are printed and delivered to the cell, usually on the next working day. Some prisons also allow prisoners to send replies via the same system. This is particularly useful in the first days before phone access is established.Video calls at HMP Wandsworth are available and can be booked through the Prison Video app at prisonvideo.gov.uk. Video slots are in high demand and require both parties to set up accounts and have the prisoner's request approved. It can take longer to arrange than a standard call, but it is a valuable option particularly for children who benefit from seeing as well as hearing a parent.

For urgent welfare concerns, contact the Safer Custody helpline directly on 0208 588 4593 rather than going through the general switchboard.

HMP Wandsworth stands as one of the most challenging prisons in the UK, grappling with high levels of violence, drug abuse, and systemic challenges that hinder rehabilitation efforts. Despite its historical significance and the ongoing commitment to provide educational opportunities, the prison's persistent issues cast a long shadow over its ability to function effectively. The urgent need for reform and improvement is evident, as the safety and well-being of inmates and staff are paramount. As society continues to address the complexities of the penal system, the future of HMP Wandsworth will depend on a commitment to meaningful change that prioritizes safety, rehabilitation, and the fundamental rights of those incarcerated.